SyncRoom: Entity Sync Status - table not listed

General Questions
1

I recently updated my production connection to SyncRoom. I’m attempting to check sync status between Service Now and Jira. Since we use a custom table in Service Now for our enhancements I need to locate u_enhancements and the drop down does not include it and there’s no way to filter down to that

Screenshot 2025-11-05 at 9.20.54 AM
Screenshot 2025-11-05 at 9.20.54 AM382×418 39.6 KB

2

It looks like you’re trying to check the sync status for a custom ServiceNow table (u_enhancements) in SyncRoom, but it’s not appearing in the Entity Sync Status dropdown.

Based on the documentation, the Entity Sync Status panel in Exalate for ServiceNow typically lists common tables like Incidents, Problems, Change Requests, etc. However, you can sync any custom table—including your u_enhancements table—by configuring your sync scripts to reference it directly. The dropdown may not list custom tables by default, but this doesn’t prevent you from syncing them.

Here’s what you can do:

  • In your sync scripts, use the table name (u_enhancements) explicitly. For example, in the outgoing or incoming sync script, check for entity.tableName == "u_enhancements" and handle your fields accordingly. See the documentation for examples:
    How to Sync Any Entity in Exalate for ServiceNow
  • When creating triggers, you can start typing your custom table name in the entity select field—even if it’s not in the dropdown, it should allow you to enter it manually.

If the dropdown in the Entity Sync Status panel doesn’t let you select or type your custom table, this is a UI limitation, but it doesn’t block actual sync operations if your scripts and triggers are set up for the custom table.

For more details, check out the official guide:

If you need to manually sync or check status for a specific record, you may need to enter the Entity URN directly after selecting the closest available entity type, or manage the sync via triggers/scripts as described above.

Hope this helps clarify how to work with custom tables in ServiceNow!

3

Hi @apaeth

This is a Bug, we have already reported this to our Developer team.

For the moment when getting the entities there is fix list which only includes the option of the list.

For the moment I would recommend to revert back to the old UI until this bug is fixed from our end.

Let me know if there is anything else I can assist you with.

Best,
Kevin